Accessorize Reviews

Agree with all the other reviewers here - Accessorize’s customer service is shocking. They really don’t care about their customers. I bought a few things in the Black Friday sale and got an email a week later to say that the two necklaces I had ordered were no longer available. I went online and they were still very much there. I left it a few days and went online a week later and they were STILL very much there. I contacted customer service and asked them to therefore please fulfill the order as the items were clearly still in stock They said they couldn’t and that I would have to reorder. I said well in that case could they then please send me a discount code so at least I wasn’t paying more than I originally had and they refused to do that. If I could give less than 1 star I would as this is the worst customer service I have had from a big company in a long time.

TERRIBLE CUSTOMER SERVICE. Received an unhygienic and damaged package, and they said they'd refund and haven't! They have ignored all further communication. DO NOT BUY FROM HERE.

Spoke to Hollie from customer service on the phone. Such shocking customer service- received a faulty and damaged earing set, sent photos the day they arrived and no response. So called today and she was rude and hung up the phone when I asked to speak to a manager! So shocked as she was so rude it wasn't like I was speaking to customer service at all.

I originally placed an online order on 23rd September 2020 which I’ve not received.
Having had no updates or correspondence regarding my order, I then contacted Accessorize by email dated 06.10.20 to enquire of the status of my order, following attempts to contact you multiple times. I contacted you again for further assistance, to again receive a response that ‘we’ve solved your query’ which was absolutely incorrect & evident you hadn’t even bothered to look into my complaint. All the while I was still without my order. Consequently I was left with no option but to again take my time to contact you In a further email dated 13.10, you had not at all resolved my issue as you claimed. There was absolutely no correspondence from your customer service whatsoever. 12.10 I received an email from customer service advisor offering an apology yet no assistance .And any correspondence from the company was entirely dismissive and clearly evident you showed no indication of having read or considered any information I’d sent you.
I again called customer service again today (22.10) to be spoken to rather curtly only to be told my order is cancelled & to expect a refund.

I received absolutely no correspondence to advise me that my order is cancelled , or reason for this. I’ve not received a refund.
I requested to speak with a senior manager which was refused without reason & rudely told, ‘email head office’
I am absolutely appalled by every component & experience of this entire experience. I have never ever encountered such horrendous appalling service from start to finish including product ordering, absence of delivery & receipt of my order, a total Lack of communication from you,
The companies disrespect & disregard, outright dismissal by you, the constant efforts time on my part needed to pursue this matter, promise of a refund (I knew nothing of) I’ve yet to receive & the worst customer service I’ve ever encountered.

Placed an order on 30th August which should have arrived within a couple of days. After contacting customer services multiple times I didn’t hear back from them until 30th September when they told me my parcel had been lost and I would be refunded within 10 working days. I still have not received my refund!! Terrible experience and terrible customer service. Will never shop with them again.

Ordered a bag with next day delivery on September 5 and the parcel never arrived. I have been trying to contact through email, phone and social media but getting no response. I am glad that I made the transaction through PayPal and I would go there to claim my money if I get no reply in 2 3 days.

Awful Customer Service - avoid online shop at all costs.

Ordered items in July and paid £6 for next day delivery. Items were sent via standard delivery and arrived a week too late.

Hermes kept the items and returned them to sender and it has taken me 3 months, several calls, emails and Twitter DMs to get a partial refund.

Thankfully I paid with PayPal so I am requesting the additional money back through PayPal buyer protection.

Terrible customer service, spend your money with a company who cares.

Placed an order online which did not arrive. Had to ring customer services and was holding for almost 2 hours. Eventually got through and was told they were 'looking into' where my package was. Have just received an email from Hermes to say I have to contact the seller for a refund, as they have lost the parcel. I now have to call again to try and get a refund. Such a shame when they have such lovely products.

As with everyone else - no communication when I raised an issue with them. Have used their twitter platform as instructed on their website. An item arrived damaged and unuseable. Their only communication is to keep asking for the details which I have supplied on the message thread. It's been weeks and weeks and still haven't received a refund. Appalling service. I was going to order more but won't now if this is how they treat customers. I won't be shopping instore again either. How hard is it just to put through a refund?

5 weeks later I am still waiting for my refund. The phone service is for orders only; they will not discuss returns, and they are completely unresponsive via email. Terrible customer service. Also one item sent was not what I ordered. I have had to raise a dispute with paypal and the credit card company. Wonder if I will ever get my refund. Will never order online again.

I feel ripped off after I have returned an item I bought from them and waiting over 2 months for refund and got none. I have emailed twice and even used their platform on twitter and yet got no reply. I don’t know what else to do, I may contact citizens bureaus even though the item is just over £20. They do not have right to keep customer’s money against their rights. Beware and avoid for your own good! Wish I read the other reviews b4 hand, seems like I am not alone.

No reason the online order been canceled and didn’t receive confirm email,but already paid. The customer service said the order didn’t process and they didn’t take the money.......it’s so ridiculous where is my money?

FINAL UPDATE: I finally reclaimed my money via the PayPal dispute process. Accessorize didn't bother responding to the claim. Avoid this company at all costs.

I returned an order 3rd August and it's still not been refunded. I contacted them providing my name, order number, email & billing address and explained the issue. They replied..requesting my name, order number, email and billing address :S

I note that they are no longer responding to reviews 'for the wellbeing of their team'. I've worked as manager for an online retailer for over 13 years so I'd like to think I've seen and heard it all from customers as well as held my hands up when our company has made mistakes.. After scrolling through many of these reviews I can't find any of the 'aggression' that they're referring to, only justifiably disgruntled customers raising issues that should be addressed by the retailer. I'm shocked to learn that Accessorize is not only breaching the Consumer Contracts Regulations by failing to refund within 14 calendar days, they are also publicly declaring how unprofessional they are by burying their head in the sand and refusing to address or remedy genuine customer concerns. I have now referred the issue re. failure to refund within the legal timescale to Trading Standards, although I won't hold out much hope of recovering my funds as I'd hazard a guess by the disregard shown and bizarre statement on here that the company's days are numbered.

UPDATE: Accessorize have responded asking that I call a number and leave my card details, then they'll process the refund 'when back in the office'. I'm expected to leave these details on an answer machine. There was no explanation as to when that call may be picked up. I queried why my payment can't be processed via the original transaction and they claim that its because they've switched over to a new website.. Why would they have no access via their payment platforms to payments made a month ago, even if the content of their website has moved? The whole debacle is unprofessional and ringing alarm bells, I've never encountered anything like this in all my years in online retail management.

UPDATE 2. Please see below a copy of responses received. Note them first claiming that a 'new website' is preventing them from processing refunds on 'old' orders - I.e suggesting that they have no access to transactions from a month ago. When I explained I work for an online retailer and my own company has never experienced any such issue, mainly because the issue doesnt exist, the problem became that they needed the 'in house till'. Considering I paid by PayPal, no till is required. They can in fact refund me simply via the PayPal dispute I've opened, that they insist they're happy to respond to.. Only thing is, they haven't responded at all. I then ask for a call if they want my card details, as not a bank on earth will recommend leaving them on an answering machine, and they claim 'its not possible to make outbound calls' what is this 1892? Replies below:

Hello,
Please accept our apologies for any inconvenience caused.
If possible we would ask if you could please contact us on 0203 372 3156, leaving a note of your card details, and the reference for this email '######', we will pick this up, when back in the office.
Can we kindly ask you to ensure you are providing your details clearly to allow us to pick them up and process them efficiently.
The details we will require are the long number from the front of the card and the expiry date.
Please note that the extension number is secure and that we will delete the call once the refund is processed.
If you require any further assistance please do not hesitate to contact.
Many thanks,

Hello Jade,
Thanks for your reply.
Sadly with our website changing we are now unable to process old order refunds placed on our old website.
Sadly if you do require a refund this is new process.
If you do remain unhappy we would advise to email us in at customerservices

Hi Jade, thanks for getting back to us. We'll be happy to explain to PayPal the process we have in place for processing manual refunds on our secure refund line once they get in touch. In the meantime if you do raise a dispute with PayPal they'll be happy to assist you further. Sadly, at thistime the only way we would have been able to process a refund would be manually on our in house till located at our head office. To do this we would have required your long card number and expiry date. We're sorry we couldn't resolve this sooner for you and will discuss this further with PayPal once they get in touch. Sadly at thistime we're unable to make outbound calls. Many thanks, Accessorize

I emailed about a pair of flip flops three weeks ago for them to clarify the sizes of shoe that equates to S M L, which is the only description on the website.
My reply was, “I’m sorry but we cannot answer your question at this time but we do offer as returns policy! These flip flops aren’t even available anymore!
Don’t bother emailing about a product.

Absolute shambles-AVOID. Just seen a reply on here for another review a few days ago saying that due to the 'aggressive nature' of some comments, they will not be responding here either. Chat function has been disabled on both accessorize and monsoon websites, no one answers the phone and no reply to emails at all. However they're happy to still promote their business on social media, accept orders and take people's money but suddenly they're overwhelmed and unable to respond / issue refunds due to covid and having a smaller team. Telling customers to initially wait 14 days and now 6 weeks for a refund is unacceptable. Their online customer service has always been a bit poor tbh- previously lost out when I tried to return an order to a store that showed as opened on their website but had actually closed down when I went that afternoon (inside of store had been ripped out and emptied already)! Receipt was due to expire the next day but when I emailed customer service, they basically said tough luck as their warehouse wouldn't accept the order and neither would stores as my receipt was no longer valid.

UPDATE for those still waiting for a refund: Finally received a refund 6 weeks after returning items. No email to let me know or apology. Only noticed when I read my bank statement. Won't be shopping at Accessorize again.

Still no refund! No acknowledgement on email! I have emailed again! It has been 3 weeks since I sent the return!

UPDATE:
After 12 weeks of waiting. Just got my refund but if I didn’t check my bank I wouldn't of known. Still no acknowledgement on email regarding this.

EVERYTHING i have bought from here has broken or gone green in less than a month. I store jewellery carefully. Its ridiculous how poor they last. Dont go here.

I returned some items last month. I’ve had no emails or replies to mine. I have contacted accessorize and monsoon. There’s no phone service available either. Just because I paid by PayPal I couldn’t return to a shop so now I’m out of pocket and they are still trading and taking peoples money. Crooks!

Unable to contact customer service.
No response to my emails, tweets, live chat messages.
Please can customer services advise me on my order status. I Placed an order on Thursday. I have not received any confirmation yet. Unfortunately my phone proceeded to another page before I could save the confirmation details. Please can you advise me on the status of my order. Payment has been taken.
Rachel Brown

I ordered a pair of shoes via the click and collect service but just as they arrived at the Tunbridge Wells branch lockdown hit and the store was closed before I could collect them. I have been chasing up customer services for a refund for months now, because the Tunbridge Wells branch is not re-opening. I had a couple of replies, firstly to say my query had already been resolved, WHICH IT HADN'T, then to say a refund could be arranged. That was weeks ago. Still no refund and they are now simply ignoring all my emails. Thus is absolutely disgraceful. I have been a loyal customer for years and I expect better customer service. Really poor.

Accessorize sent me an e-mail acknowledging my return but after weeks of waiting & numerous e-mails asking where my refund is, I am still waiting. Customer Service phone number is not being answered blaming Covid! Everyone else in the country is working from home but not Accessorize. Will never buy anything from them again, they won’t reply to any form of communication, dishonest thieving bunch of time wasters.

JUST READ A REPLY THAT SAYS SOMEONE HAS BEEN IN TOUCH WITH ME - UTTER RUBBISH, I AM STILL WAITING FOR MY MONEY AND A REPLY. NO STAFF WORKING TO ATTEND TO REFUNDS BUT LINES ARE OPEN TO TAKE ORDERS - SOMETHING IS NOT RIGHT THERE. THEY WILL TAKE YOUR MONEY BUT NOT GIVE YOU A REFUND - DOWNRIGHT DISHONEST.

Ordered two items paid £20 on gift card and £7.50 on visa. Returned one item for £12, kept other for £13.50. they gave me a refund of only £7.50 back on visa. After £2 postage charge, it should have been £12! They owe me £4.50. Sent email to dispute this and also fact free postage and 15% Codes couldn't be added at checkout. They said the discount boxes etc.on checkout were on screen, they weren't. Still not received the £4.50 owed for total refund of item returned. Shocking service

Made two recent orders with accessorize, website easy to navigate, and good prices in the sale. Very quick delivery for only £2- a lot of companies now can charge £5+ for postage so it’s good to see a reasonable price.
Only issues were that I wanted a cap but it wouldn’t let me add it to bag and kept saying “error” and my sunglasses didn’t come with a pouch, but everything else really happy with.

Great shop for all your little accessories and bags.

I have ordered from Accessorize multiple times while their shops have been closed and have not had any problems. All of my orders have been dispatched very quickly (often the next day) and have arrived very soon after. The warehouse team also package the items very well.

My order from 26th June still has not arrived, (9th July) I had despatched email and Hermes delivery email, which said delivery was 29th, but tracking shows it was not delivered. The advertised delivery time was up to 7 days.
What is so bad is the lack of response from Customer service help. The phone line is switched off, my email complaint was sent 9 days ago. Twitter DM is no better. I feel abandoned and they have taken my money!
I won’t be ordering online from them again.